Znuny and ((OTRS)) Community Edition

Hi, We have an instalation of OTRS Community 6.0.28 with an external webpage to create tickets throught GenericInterface Everything is OK but now we want to record CC field in ticket creation (first article) For what i read about OTRS community, this function is only develop after version 7. The For...

Hi there, I have mounted an OTRS platform that receives the tickets from a Web page throught GenericInterface REST Everything it's OK but now someone ask me to put a CC field in the ticket I'm trying to use the Cc field of the article but it doesn't work, it doesn't save the data in table article_da...

Sorry about eoors

Hi guys,

Messing aroung with OTRS but i can't find the way to change this behavior.
I wan to change the state of a ticket to "open" when ticket is locked by an agent
By default the ticket is always "new" until any follow-up.

Hi,

It seems that it doesn't send notification to myself or the agent that is changing.
I will validate this.

Hi guys,

I have several notifications working.
I defined a notification for the event in subject but OTRS doesn't send email.

I tried with the config Events but nothing happens:

NotificationOwnerUpdate
NotificationResponsableUpdate
TicketOwnerUpdate

Any clue?

Thanks

Hi guys,

Messing arounf with OTRS but i can't find the way to chage this behavior.
I wanto change the state of a ticket to "open" when ticket is locked by an agent
By default the ticket is always "open".

Thanks

Thank you very much. Putting this line along with the rest of the request solves the problem. "CommunicationChannel" : "Email", Hi, Reply and Forward is shown based on the kind of the article. I recommend playing around with the parameter CommunicationChannel and SenderType Can a...

Thanks for you information.
Yes, the compay should by support, but the "money is short..."

The initial article where i can't see the buttons to Forward or Reply is created by GenericInterface REST.
Can you point to the right direction? Where to check?

I guys, I'm playing around with OTRS 6, and with some strugle it's going nice. Strange problem that is happening: I create tickets through a custom web page using REST API and everything is ok, with all the fields filled in database, but now that i'm testing, i can't see the options "Forward&qu...

Thanks root, So what you are saying is that if the ticket was created by email, it would work the automatic assignment. This automatic process doesn't work in REST I don't now how to use ACL Can anybody help to create an ACL to this routine? For every status new ticket check the service_sla table an...

Just a little more information

I'm creating ticket througt a custom web page using REST API.

If not found any solution, there's any automatation using ACL or GenericAgent to fulfill that process?
Need an example if so.

Hi there, I'm playing around with OTRS 6 and having some trouble understanding why the field SLA it's not filled automatically when creating new ticket. I have SLA associated with the service, on 1 to 1 basis, so if i choose a service for a ticket, SLA should be filled. Can anyone give me a clue abo...

Hi,

I have installed OTRS 6 in CentOS
I have a problem adjusting the Matrix Criticity-Impact-Priority

Adjusting the values of the table, when i Save, it returns to the previous values.

I can't any error in log.

Does anybody have ideas about this?

Thanks

Boa noite, Estou a configurar OTRS 6 em CentOS Deparei-me com um problema ao tentar ajustar a matrix de Criticidade-Impacto-Prioridade Ajustando valores na tabela, ao Guardar, os valores retornam aos iniciais não gravando o pretendido. O mais estranho é não ficar gravado nenhum erro no log. Agradeço...

I don't have any workflows. I have some Queues that have Services associated to each one. When i choose a queue, it shows me the services associated to that queue. The problem is that in the AgentTicketMove formulary doesn't have the field Services so i can chosse. It only has the field Queue. I nee...

Thank you for you opinion. Can't you be more specific? There's a lot of results with de "###service" option. Hello Sergio, As far as I know, there is no way to change the service in that window. You'll have to change it in another window. You can search for '###service' to see all possible...

Hi there, I have my system (OTRS 16.0.22 on CentOS) recently installed and configured with Services associated to Queues On a ticket move, when i select a new queue, i should be able to select the new service but by default i can't. I can't find any way to put the Services field in a TicketMove form...